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Chapter 8 - Entry Queues, Operator Conferences, and Attended Conferencing
8-28
Operator Conferences
In attended conferences, participants accessing the Entry Queue or the
conference IVR queue are moved to the Participants Queue where they wait
for the operator to assist them. The operator then moves the participants from
the Participants Queue to the destination conference. During an On Going
Conference the operator can take part in the conference and perform various
operations, such as conduct a voting session, manage a Question-and-Answer
session, and place participants on hold.
An active Operator conference is required to assist participants during an
attended conference.
A chairperson using DTMF codes or the WebCommander application can
perform some conference management tasks in an unattended conference
where no operator is required. These functions are described in Chapter 6,
“Operations Performed During On Going Conferences”. However, a
chairperson cannot assist or manage participants.
Operator Functions Requiring an Active Operator Conference
On Going Attended Conferences require an active Operator conference to run
on the same MCU as the attended conference. The attended mode is usually
defined in the Entry Queue Service or the IVR Service as “On-hold for
Operator Assistance”. In attended conferences, the MGC Manager operator is
usually responsible for connecting participants to their destination
conferences, placing participants on hold, and tending to participants in need
of operator assistance. The Participants Queue management tools allow easy
management of participants waiting in the queue.
All participants in the Entry Queue, Attended and On Hold stages and those
who have requested or need the operator’s assistance appear in the
Participants Queue. You can view the participants' statuses either by
expanding the Participants Queue tree or by clicking the Participants Queue
Window button. For more information regarding the Participants Queue
window, see “The Participant’s Queue Window” on page 8-39.
The system simultaneously lists the participants of all the On Going
Conferences waiting in the Participants Queue. Only one participant at a time
can be moved to the Operator conference for assistance.